Last  Update:  10.7.14  

Guest Services: Vision, Values, Standards Vision Why does Guest Services exist at NewSpring?

Guest Services exists to create the best experience our guests have all week

Values How do we accomplish this vision?

• Building Relationships • Create Excellent Environments • Provide Exceptional Service

Standards What must happen for each value to be successful?

Building Relationships • Use team structures as laid out by Central and Volunteer vision, values, and standards document • Communicate with volunteers throughout the week • Delegate tasks so that you are freed up to lead relationally with guests on Sunday • Make sure team leaders know what will happen on Sunday prior to Sunday • Interact with guests in a personable way (i.e. eye contact, remember names, etc.) • Stay focused on the guest you're talking to, not on the next conversation • Lead guests to their destination rather than just pointing • Follow up with guests from Green Room within 48 hours

Create Excellent Environments

• Make sure environments look and smell clean • Make sure directional signage is clear and in place • Make sure guest environments are comfortable (temperature, seating, etc) • Make sure everything is set up and laid out with a purpose • No cardboard should be visible at any time • Environments for guests should be frustration-free • Auditorium should be a distraction-free environment for guests • Everything should be set up and in place at least an hour before service time • All volunteers should be in place 30 minutes before service time

Exceptional Service

• All volunteers should be approachable (i.e. eye contact, smiling, welcoming, etc.) • All volunteers should initiate the “hello” with guests • All handouts/items should be supplied to guests in a smooth and quick process • Each week choose one guest to "do for one what you wish you could do for all" • Flow of traffic and inside and outside of building should be frustration-free for guests